Prava potrošača

Consumer rights when buying online

 

1. Consumer rights when shopping online

 

We inform you that according to the Law on Consumer Protection (“Official Gazette of Montenegro”, No. 070/17 of 27.10.2017), hereinafter referred to as: Law, purchasing through our sales website www.una.me is considered distance selling.

In the case of a distance purchase, the seller is not obliged to issue a fiscal invoice to the buyer, and in accordance with the current legislation, there is no obligation to record transactions through the fiscal cash register, but the consumer can exercise all rights based on the distance sales contract.

The buyer is obliged to return the product without delay, and no later than within 14 days from the day he sent the cancellation form. After the expiry of 14 days from the day he sent the cancellation, the product can no longer be returned. The costs of returning the goods as well as the organization of their transport in case of cancellation are borne by the buyer.

It is possible to return only products that are undamaged and, if possible, in the original packaging, with all accessories and accompanying documentation (warranty certificate, instructions, etc.).

Upon receipt of the product, it will be determined whether the product is correct and undamaged. The customer is responsible for malfunctioning or damage to the product that is the result of inadequate handling of the product, i.e. the buyer is solely responsible for the reduced value of the product that occurs as a result of handling the goods in a way that is not adequate, that is, exceeds what is necessary to establish its nature, characteristics and functionality. If it is determined that the product is defective or damaged due to the customer’s fault, the refund will be refused and the product will be returned to him at his expense.

2. Complaint procedure

Products sold through our online store are accompanied by all legally necessary documentation, including manufacturer’s warranty cards.

If there is a need to advertise a specific article on quality, we will fulfill all legally defined obligations for the seller, in the same way as if you bought the goods in a traditional store.

Goods covered by the manufacturer’s warranty are sold with the manufacturer’s warranty extended to the buyer.

The complaint procedure is initiated at the customer’s request, by filling out the Request for complaint on product quality.

If you want to start the complaint process, you need to contact us at email info@una.me or phone +382 67 228684 so that we can send you this Request.

The company Una d.o.o. assumes no responsibility for customer errors, wrongly purchased products or any other errors related to your actions when purchasing on the Website. If you have irregularities in the operation when purchasing a product on the website or you have not received the purchased product, please contact customer service (contact details) and we will do our best to eliminate the irregularities so that you receive the purchased product.If a product you have purchased is defective or does not function properly for any reason, please contact our customer service (contact details) and view the warranty card to familiarize yourself with the warranty details and the complaint procedure.

 

  2.1. The right to a refund or exchange of goods

In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another product. The amount is returned to the customer upon receipt of the product, and after it is determined that the product is returned undamaged and correct.

 

  2.2. The right to withdraw from the contract, the rights and obligations of the buyer and the seller

 The law for the case of distance sales establishes the right of the buyer, who is considered a consumer (a natural person who buys a product to satisfy his individual needs, and not to perform professional activities), to withdraw from the contract within 14 days from the day the product was handed over to him . When canceling, the customer may or may not state the reasons for canceling. The form/Declaration of withdrawal from the contract produces legal effect from the day it is sent to the trader. In case of withdrawal from the contract, the consumer has the right to a refund or exchange for another product. The price is returned to the customer upon receipt of the product, and after it is determined that the product is undamaged and correct. The buyer is obliged to return the product without delay, and no later than within 14 days from the day he sent the cancellation form. After the expiration of 14 days from the day he sent the cancellation, the product can no longer be returned. When returning goods, it is mandatory to return them in a correct and unused condition and in the original, undamaged packaging, and the original fiscal receipt must be attached. Upon receipt of the product, it will be determined whether the product is correct and undamaged. The customer is responsible for malfunctioning or damage to the product that is the result of inadequate handling of the product, i.e. the buyer is solely responsible for the reduced value of the product that occurs as a result of handling the goods in a way that is not adequate, that is, exceeds what is necessary to establish its nature, characteristics and functionality. If it is determined that the product is defective or damaged due to the buyer’s fault, the price refund will be refused and the product will be returned to him at his expense. The trader is obliged to return to the consumer without delay the amount paid by the consumer based on the contract, and no later than within 14 days from the day of receipt of the declaration of withdrawal, and after receipt of the product.

You can download the form for unilateral termination of the contract here.

   2.3. Costs of returning goods and money 

The costs of returning goods and money are borne by the buyer, except in cases where the buyer receives a defective or wrong item.